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Taking over and returning conversations to the assistant

When you take over a conversation the AI goes quiet and you write; when you hand it back, the AI continues where it left off.

  • Company administrators and agents

How to take over and return conversations to the assistant?

When you take over a conversation, the artificial intelligence falls silent and you write; when you return it, the artificial intelligence continues from where it left off. Who can do this: Company administrator and representatives. When the visitor leaves the site, the chat locks and messages cannot be sent; you can write internal notes. If the number of chats you can run simultaneously is limited and full, you cannot take over new chats.

Steps

  1. Open the conversation and click Take Over in the title 1. A note saying "Our customer representative has joined the chat" is added for the visitor.

  2. Write and send your message. If you write directly without taking over, the conversation automatically passes to you 2.

  3. When you are done, click Return to Assistant; the artificial intelligence continues the conversation.

  4. Click Close to end the conversation.

Taking over and returning conversations to the assistant (with demo data)
  1. 1Taking over conversation
  2. 2Your message
If the visitor has leftWhen the visitor leaves the site, the chat locks and messages cannot be sent; you can write internal notes. When the visitor returns, the lock opens automatically.
LimitIf the number of chats you can run simultaneously is limited and full, you cannot take over new chats.

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